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IT Service Desk Analyst


Posted on Sep 30, 2021 by CV-Library

Tyne & Wear, United Kingdom
Immediate Start
£0 - £0 Annual
Job title: IT Service Desk Analyst

Location: Newcastle

Contract length: Temp to Perm

Hourly Rate- £9.50

Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services is currently looking to recruit 5 IT Service Desk Analysts to join a leading company that specialises in Energy

General Overview:

The IT Service Desk Analyst is required to support the IT Service Desk Team Leader in providing an efficient, cost effective and customer focused IT Service Desk which provides a single point of contact for all users of IT through the logging and management of all incidents and service requests.

Key Responsibilities:

Answer telephone calls from customers within service levels using the correct greeting.

Respond to phone generated IT related incidents/requests.

Logging calls on the system accurately and in full detail, both during and after the call and completing all administration within timescales and to a high level of accuracy.

Assessing the criticality of each situation by being proactive and asking for as much information as possible to help the caller assess their requirements

Escalating to the relevant Team Leader for any business-critical issues or complaints.

Provision of first line telephony support, including but not limited to triage and appropriate troubleshooting, correct incident categorisation and resolution where possible.

Retention of end to end ownership and working with the business resolver groups and third parties where required.

Utilise diagnostic utilities to aid with troubleshooting to achieve first time resolution.

Develop skill set to provide guidance on all supported software and hardware deployed by the organisation.

Manage communications to service users in the event of any service impacting issues.

Ensure that priority setting, and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.

Provision of effective Incident Management, working closely with resolver groups to undertake effective Problem Management.

Contributing to Information Security by assisting in the preservation of confidentiality, integrity and availability of information, including but not limited to adhering to and supporting Information Security standards, procedures and policies and identifying and raising security incidents as required to the Information Security Team.

Support the the business SSC with the successful take-on of new services Carry out any ad hoc tasks/duties which may reasonably be expected as requested by IT Management.

A requirement to work the contracted 37.5 hours per week between the hours of 07:30hrs – 17:30hrs.A requirement for periodic on call cover to provide first line support to the out of hours support contracts.


Provide day to day service desk support.

Identify and resolve incidents within agreed SLAs, ensuring 1st line resolution is achieved wherever possible, referring to 2nd and 3rd line support where required, whilst maintaining ownership of the issue through to completion.

Correctly log, prioritise, assign, track and respond to incidents and service requests in a timely manner, meeting agreed SLAs, and according to agreed standards and procedures.

Escalate high priority incidents to both internal and external teams, as appropriate.

Keep users and other interested parties informed of progress throughout the lifecycle and ensure that corrective action is taken to avoid or minimise delays.

Continually increase the number of incidents and requests resolved at the first point of contact.

Appropriately apply priority setting and escalation procedures.

Adhere to the Complaints and Escalations Processes.

Contribute ideas for improvements to the Service Desk Team Leader.

Maintain support documentation of tools that are used by the Service Desk.

Monitor incident trends and identify recurring incidents for resolution.

Ensure that all relevant incidents are linked to their appropriate problem. Ensure that together the team develops effective working relationships at all levels by simplifying complex technical messages and acting as an advocate of IT both externally and internally.

Required Experience:

Qualification in the field of Information Technology or 2 years equivalent work experience.

A good technical background with knowledge of common software packages and a broad understanding of IT Infrastructures.

Knowledge of basic computer hardware.

Experience of desktop operating systems, including Microsoft Windows10.

Good knowledge of a leading IT Service Management Tool.

Working knowledge of a range of diagnostic utilities.

Knowledge of ITIL processes – particularly Incident Management, Problem Management and Request Fulfilment.

Strong ability to quickly understand user requirements and issues.

Exceptional written and oral communication skills.

Excellent interpersonal skills, with a focus on rapport-building, listening and questioning skills.

Professional telephone manner with ability to remain calm under pressure and be able to express solutions and ideas to colleagues and users at all levels.

Proven experience in a customer facing role.

Ability to work well within a team environment.

A good understanding of IT Service Desk challenges.

Proven analytical and problem-solving abilities.

If this isn’t the role you’re looking for right now, please visit our contractor portal below where you will see all of our live roles and communities to join:

https://(url removed)

Reference: 214786926

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